The mayor of Santa Cruz, Jose Manuel Bermudez, accompanied by the Councilor for Electronic Administration and Technology, Purificación Dávila, presented this Tuesday the news of the Citizen Service service, among which the elimination of the mandatory prior appointment stands out, which moves to a mixed system, and the activation of the Anaga virtual assistant , now available on the municipal website, through a WhatsApp channel at +34 695 88 68 91. This last system will allow you to manage payment letters, registration and travel certificates, or identity verification via mobile phone.
Bermúdez highlighted the municipal investment in citizen service since 2021 “when we launched the 360 Multichannel Service Strategy, which is financed with European DUSI funds, and we have modernized our Citizen Service Service facilities, as well as the Information and Telephone Assistance”.
“Santa Cruz, among all the municipalities of Canary Islandshas become a benchmark in citizen service with modern and practical tools, and that has made us an efficient administration for our neighbors,” added the mayor, who recalled that there are more than 200 procedures that They can be done now from home, without having to go in person to the citizen services offices.
In this sense, the procedures most requested by citizens are payment letters, registration certificates and inquiries about municipal information, “procedures that are already carried out practically on the fly, among other things, thanks to the 10 interactive kiosks that we have. in La Granja, Ofra, Añaza, Salud-La Salle, San Andrés, the Quico Cabrera pavilion, the Anaga district, the TEA Municipal Library and in the Museum of Fine Arts,” the mayor noted.
One of the most important novelties, as detailed by the area councillor, is the elimination of the mandatory prior appointment for a mixed system of in-person care. “Those users with an appointment will be served according to the reserved time, after taking their turn at the machines available in the offices, and not by order of arrival,” Dávila noted.
“Users who go to the offices without an appointment – continued the mayor – will be able to make an appointment directly, taking into account that each office will have a daily quota depending on the attention capacity of each one.”
Dávila added that “urgent care that cannot be attended to in person without an appointment due to the end of the daily quota or their opening hours, will be assessed by the office staff regarding the urgency and the service to be provided, in each specific case. ”.
Another new feature incorporated into the service is the activation of the Anaga virtual assistant through a WhatsApp channel. Since its launch on the municipal website, this chat bot has received 100,883 messages in 20,798 conversations so far this year, with a success rate of 87.6%, over 19,415 minutes in automatic conversations. The most consulted procedures are travel and registration certificates, payment letters and queries about municipal information.
Furthermore, in terms of accessibility, another novelty, as detailed by Purificación Dávila, is that, “in the coming weeks we are going to install two new accessible kiosks for people with reduced mobility in the offices we have in La Park Farm and in the Quico Cabrera pavilion.
The person responsible for the area also referred to the data from the 010 Telephone Service service, “which has received 78,756 calls so far this year, with an average contact rate of 73.78%, a service that, since November 1, has with the incorporation of two new workers to the service, who have improved the attention and resolution of issues.”
The councilor concluded by pointing out that the measures implemented throughout the year are achieving “a more efficient use of resources and an increase in the number of services per person, increasing to an average of 18 per day,” and added “this is representing a “improvement in the availability of appointments, in 1 to 3 business days, achieving greater adaptation to the needs and habits of the citizen.”
